AccountId: 011433970860
ContactId: 5f7db8ad-e9c5-447a-97e4-7aec1a89bc65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242630 ms
Total Talk Time (AGENT): 51375 ms
Total Talk Time (CUSTOMER): 80909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/5f7db8ad-e9c5-447a-97e4-7aec1a89bc65_20250506T14:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] and I'm calling from office.
[AGENT][NEUTRAL] OK. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My policy number is
[CUSTOMER][NEUTRAL] Mhm, sorry for the delay. My system getting slow, yeah.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yes, the policy number is 013593554.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] and the date of uh date of birth is [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you, [PII], and were you needing benefits or claim status?
[CUSTOMER][NEUTRAL] Mm, first of all, the benefits then claim status.
[AGENT][NEUTRAL] Benefits and claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, for what date of service were you needing claim status for?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we do not have that claim on file, but this policy canceled 7-123.
[CUSTOMER][NEUTRAL] 7123.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just.
[CUSTOMER][NEUTRAL] OK, just a.
[CUSTOMER][NEUTRAL] And remember did not renew his policy?
[AGENT][NEUTRAL] I didn't understand what you said.
[CUSTOMER][NEUTRAL] Is there any other policy for this number?
[AGENT][NEUTRAL] No, there's not. I looked.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries, thank you for that. And can you please provide me the call reference number for this because there is no more claims from my side for today.
[AGENT][NEUTRAL] We do not have call reference numbers. You use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, nothing, [PII]. Thank you for this information. Thank you for all your help. Have a good day.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][NEUTRAL] OK bye bye.